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- Tasks: Lead and support a team of engineers in delivering top-notch service across Scotland and the Northeast.
- Company: HomeServe is a leading provider of home repairs and improvements, dedicated to customer satisfaction.
- Benefits: Enjoy a competitive salary, bonus, car allowance, and flexible working options.
- Why this job: Join a dynamic team focused on service excellence and make a real impact in the community.
- Qualifications: Experience in management, strong leadership skills, and a full UK driving licence required.
- Other info: This role involves extensive travel and offers opportunities for professional growth.
The predicted salary is between 39600 - 77000 £ per year.
HomeServe have an exciting opportunity for a Service Excellence Manager to join our field-based team managing our Drainage, Water Supply and Plumbing Engineers in Scotland and the Northeast.
This is a field-based role and will include extensive travel in and around the areas you are responsible for.
Principal Accountabilities:
- The ability to successfully and consistently manage all engineers in accordance with their employment status and have an understanding and proven experience of performance managing individuals via Company policies and procedures.
- Always ensure via regular review and monitoring that SLAs are being adhered to.
- Close daily management across all trades to ensure costs and performance are in line with contracts and budgets.
- Identify the root cause of complaints and develop action plans to address and improve to an acceptable level.
- Deliver a plan to maintain performance of SLAs 24/7, 365 days including operational peaks.
- Present weekly and monthly reports to the Head of Service Excellence in relation to performance, identifying any issues and provide detailed plans to maintain or correct performance.
- Undertake and plan site visits and utilise a variety of different methods of communication to keep our engineers engaged and aligned with the business.
- Ability to shape and influence behaviour and performance.
- Liaise with the Network Support Team to gain feedback on performance and issues.
- Maintain a working relationship and open communication with the Service Excellence Coach to ensure the smooth running of the area.
- Ensure compliance and timely delivery of Health and Safety, financial and operational requirements in line with best practice and legal frameworks and always adhere to the HomeServe Way.
- To be the day-to-day contact point for engineers and promote and encourage company values and behaviours.
About The Candidate:
To be successful in this role you will need to have the following knowledge, skills and attributes:
- Essential: Previous experience of working at a managerial level, ideally in a field-based environment.
- Achieving financial and customer satisfaction targets through third party organizations.
- Proficient to a high level in the use of Microsoft office package.
- Full UK driving licence.
Desirable: Experience of working in an FCA Regulated environment. Knowledge of Trade regulations supporting HomeServe product range.
Service Excellence Manager - Scotland & Northeast employer: HomeServe
Contact Detail:
HomeServe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Excellence Manager - Scotland & Northeast
✨Tip Number 1
Familiarise yourself with the specific challenges and opportunities in the drainage, water supply, and plumbing sectors. Understanding the nuances of these trades will help you demonstrate your expertise during interviews.
✨Tip Number 2
Network with professionals in the field service management area, especially those who have experience in managing teams across multiple trades. This can provide you with valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss your leadership style and how you engage and empower teams. Be ready to share specific examples of how you've successfully managed performance and improved service delivery in previous roles.
✨Tip Number 4
Research HomeServe's values and culture thoroughly. Tailoring your approach to align with their mission will show that you're not just a fit for the role, but also for the company as a whole.
We think you need these skills to ace Service Excellence Manager - Scotland & Northeast
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your managerial experience, particularly in field-based roles. Emphasise your achievements in driving performance and delivering high-quality service, as these are key aspects of the Service Excellence Manager position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for service excellence and leadership. Provide specific examples of how you've successfully managed teams and improved customer satisfaction in previous roles. This is your chance to showcase your personality and fit for the company culture.
Highlight Relevant Skills: Ensure you mention your proficiency with Microsoft Office and any experience in FCA-regulated environments. These skills are essential for the role and should be clearly stated in both your CV and cover letter.
Showcase Problem-Solving Abilities: Discuss instances where you've identified root causes of issues and implemented action plans to improve performance. This aligns with the responsibilities of the role and demonstrates your capability to handle challenges effectively.
How to prepare for a job interview at HomeServe
✨Showcase Your Leadership Skills
As a Service Excellence Manager, you'll be leading a team of engineers. Be prepared to discuss your previous leadership experiences, how you motivate teams, and any specific strategies you've used to drive performance and engagement.
✨Demonstrate Your Problem-Solving Abilities
The role involves identifying root causes of complaints and developing action plans. Think of examples from your past where you've successfully resolved issues and improved service delivery, and be ready to share these during the interview.
✨Familiarise Yourself with SLAs and Performance Metrics
Understanding Service Level Agreements (SLAs) is crucial for this position. Brush up on what SLAs are relevant to the role and be prepared to discuss how you've managed performance against these standards in previous roles.
✨Prepare for Questions on Compliance and Safety
Health and safety compliance is a key aspect of the job. Be ready to talk about your experience with health and safety regulations, and how you've ensured compliance in your previous positions.
